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Facebook Troubleshooting (API Output)

This guide will aid you with the most common scenarios when streaming to Facebook using our Facebook API Outputs. 

 

If you are needing help with using the RTMP Connector with a Facebook account, please see this troubleshooting article on RTMP.

 

Before Troubleshooting, Do This...

As you troubleshoot, make sure you have: 
  1. One window/tab open to the Sardius Control Panel
  2. A separate window/tab open to your Facebook Page/Group's Live Video details. 

 

Disclaimer: This article is designed specifically for clients using Sardius Stream to deliver their stream to Facebook.

 

 

To aid you in your troubleshooting, please select from the following options:

 

Verify Your Event was Set Up to Stream to Facebook

Access your Channel and navigate to the Event Calendar. Above your calendar, you can see the Live Event Manager. 

 

Under the “Streaming outputs” section, you will see all of the outputs that were setup with your current live event. You can hover your cursor over each of the outputs to see the name of the output.
  1. If you see your Facebook API Output, proceed to Verify your API Output below.
  2. If you do NOT see your API Output, proceed to Add your API Output below.

 

Verify Your API Output is Sending Out a Stream

If your default stream settings or if your Event was previously set up to use your API Connector, you can check if Sardius Stream is currently sending your feed to Facebook by taking a look at the Live Event Manager on your Channel’s Event Calendar.

 

Locate your Facebook output under the “Streaming outputs” section. When your mouse hovers over the icons, the Output’s name will appear.

 


The Output is Offline

If the output is offline, there will likely be an error message that will reveal what is happening. To review and address these errors, see Error messages below.

 

The Output is Live

If the output is Live (online), but Facebook is not seeing the feed, it is possible the connection with Facebook was interrupted. 

 

Click on the Output icon. A modal will pop up, and you can click “Stop stream on output.” This will stop the Output and allow you to restart the stream while the event remains live.

 

 
The modal will disappear, and the output will show as offline. 

 

 
Click on the output again and select “Start stream on output” to try sending Facebook your stream again.

 

 
Go to your window that is open to Facebook. Wait a few seconds to see if the preview window detects your stream feed. Once Facebook detects the incoming stream, it will present the stream to your viewers.

 

End the Facebook Event

In the instance that your Live Event was not supposed to go to Facebook, or you wish to stop streaming this event on Facebook, click on the Facebook icon. 

 

 

In the modal that appears, click on "End Facebook Event." This will automatically stop and end the live stream on Facebook.

 


Add an Existing API Output to Your Live Event

In the Live Event Manager, click on the + button beside your streaming outputs.

 

 

In the Output setup modal, select the output(s) you wish to add to your live event. When you have selected all of your outputs, click "Add"

 

 

Once you have added the new input, the Live Event Manager will automatically establish a connection with Facebook, create a Live Event there, and start sending their stream.
 

 

Error Messages

If your Facebook API Output is unable to connect during a live event, this means that an error was encountered by our system. An explanation for each error, as well as steps to repair, are below. 

 

Error validating access token

The Facebook Page/Group you are attempting to stream to no longer has permission to connect. This occurs whenever there is a change to the user's Facebook account who set up the Facebook API output. Examples include, but not limited to: 

  • Changing your Facebook password
  • Changing your Facebook privacy settings
  • Changing the user's Facebook permissions level
  • Removing the user's ability to manage the Facebook page/group

In order to work again, the output will need to be reauthenticated, which is a fancy way of saying, you may need to sign in again. 

To Reauthenticate, simply navigate to the Outputs area of the Control Panel and select the FB output that won't connect. As the new window opens for the Output, click the three stacked dots on the top right and then select Reauthenticate from the drop down. 

 

 

From there, simply log into your Facebook page like normal. When you go back to your event, you can click the button to start the stream for the Output.

Note: If the output was created by a user who no longer is a part of your organization or manages your Facebook page/group, you will have to create a new Facebook API output.

 

Cannot reuse running output due to lack of id

Your Facebook API output is unable to start because it is already in use. This is likely due to an improper event shutdown during a previous live stream, or it is in use by another Event. 

To turn off this running output and clear the error, contact Sardius support.

 

Still Not Working?

If you have completed the above processes, and you have not found a resolution, please contact Sardius Support for further assistance.